Stay Informed on Corporate Sustainability

Author: Jed Nykolle Harme

Ireland’s experience economy stands at a pivotal moment. Rising operational costs and weakening consumer demand are reshaping how businesses think about growth, loyalty and long-term value. The recent analysis, Confidence slump hits experience economy, highlights this reality, revealing an industry under pressure but not without promise. It signals a shift towards resilience, where innovation and customer trust become the true measures of performance. Technology is leading the response. Crescendo unveils Multimodal AI demonstrates how artificial intelligence is enhancing engagement, turning interaction into insight and creating experiences that feel both intelligent and deeply human. Such developments are redefining how organisations interpret and anticipate customer needs. Leadership remains the essential thread binding this evolution together. Agnieszka Jozwiak joins CX Impact Awards 2025 illustrates the importance of vision, empathy and expertise in guiding transformation and inspiring excellence across the customer experience sector. These narratives depict an industry adapting with clarity and intent, where creativity, technology and leadership converge to set new standards for meaningful connection. Discover more insights and in-depth features in our newsletter today.

Author: Jed Nykolle Harme

With more than 15 years of experience in customer experience (CX) management and service design, Agnieszka Jozwiak, Judging Coordinator for the Irish CX Impact Awards 2025, brings deep expertise, strategic insight, and a passion for elevating CX standards across industries.

Author: CX Today

Diabolocom launches the first app-free mobile CX solution, integrating calls, chats, and updates directly into CRMs. Powered by AI, it boosts efficiency, compliance, and real-time visibility for mobile-first enterprises.

Author: Manila Times

Crescendo unveiled Multimodal AI, a unified voice, text, and visual interaction system revolutionising customer engagement. Designed for sectors like logistics, it enables real-time, intelligent, frictionless communication and rapid deployment.

Author: Irish Tech

Lero and Genesys launched a €550k research collaboration to improve reliability and trust in AI for customer engagement, focusing on safeguards, transparency, and ethical Large Language Model (LLM) system performance.

Author: The Journal

Amazon will cut about 14,000 office jobs globally, including at least 30 in Ireland to streamline operations and redirect investment toward artificial intelligence, amid broader tech industry restructuring.

Author: Irish Independent

Confidence among Irish “experience economy” firms has dropped, with 49% less optimistic than six months ago, says Ibec; rising wages and costs strain the €4bn sector despite digitalisation plans.

Author: Jed Nykolle Harme

Customer experience continues to evolve as technology, strategy, and leadership converge to create meaningful interactions. Businesses are increasingly leveraging digital tools and AI to enhance service, engagement, and operational efficiency while nurturing loyalty. As Eclective rolls out Toast, the hospitality group introduces a unified platform across 25 venues, streamlining operations and improving guest experiences. This rollout exemplifies how integrated technology can enhance consistency and convenience while supporting staff efficiency. Meanwhile, Nextiva releases AI guide provides actionable insights on using artificial intelligence to optimise interactions. By harnessing AI, organisations can personalise experiences, anticipate customer needs, and improve responsiveness at scale. Leadership continues to shape outcomes. Laura O’Toole named CX Leader of the Year 2024 highlights the impact of vision and expertise in driving sector-wide standards and innovation. These stories reflect a customer experience landscape defined by strategic foresight, technological innovation, and a commitment to creating meaningful connections. Stay ahead of the curve, subscribe to our newsletter for the latest insights, trends, and thought leadership shaping the future of customer experience.

Author: Jed Nykolle Harme

Recognised as the CX Leader of the Year 2024, Laura O’Toole exemplifies innovation, empathy, and leadership in shaping exceptional customer experiences.

Author: Business Wire

Genesys partnered with Scaled Cognition to enhance agentic AI for customer experience. The collaboration combines Genesys Cloud with Scaled Cognition’s LAM technology to deliver accurate, trustworthy, and policy-aligned autonomous agents.